We are seeking a dedicated and professional call support executive to manage inbound and outbound customer calls. The ideal candidate will provide exceptional service by addressing inquiries, resolving issues, and maintaining a positive brand image. This role requires strong communication skills, patience, and the ability to handle customer interactions effectively in a fast-paced environment.
Key Responsibilities
- Customer interaction: Handle incoming calls from customers and resolve their inquiries, complaints, and requests promptly. Make outbound calls to follow up on customer queries, feedback, or pending issues.
- Issue resolution: Provide accurate information about products, services, and policies. Troubleshoot customer issues and offer solutions, escalating complex cases when necessary.
- Documentation: Record detailed notes of customer interactions in the CRM or ticketing system. Ensure all customer data is accurately updated and maintained.
- Customer retention: Build rapport with customers to ensure a positive experience and maintain long-term relationships. Identify and act on opportunities to upsell or cross-sell relevant products or services.
- Quality assurance: Adhere to company scripts, guidelines, and compliance standards during calls. Ensure a high level of professionalism and empathy in all interactions.
- Performance monitoring: Meet or exceed key performance metrics, including call handling time, resolution rates, and customer satisfaction (CSAT) scores. Participate in regular feedback sessions to improve performance.
- Team collaboration: Work closely with other support teams to ensure seamless customer service. Share insights from customer interactions to inform product or service improvements.
Working Conditions
- Flexibility to work shifts, including night, weekends, and holidays, as required.
- Ability to handle a high volume of calls in a fast-paced environment, a minimum of 150 calls each day.
- Comfortable working in a 6-day work week environment.
Key Performance Indicators (KPIs)
- Average handling time (AHT).
- First call resolution (FCR) rate.
- Customer satisfaction (CSAT) scores.
- Call quality and compliance scores.
This role is ideal for individuals who are passionate about customer service, have excellent communication skills, and can handle multiple tasks efficiently.
About Company: Arcatron Mobility Private Limited is creating innovative devices to enhance the lives of the elderly and mobility-impaired individuals. We are dedicated to uniquely addressing unmet needs. Our mission is to use technology to empower our consumers to lead a more active and safer lifestyle.
